Design CRS in IPCC Express 3.5 question (3)

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• IPCC Express Premium Script question

  I made the script that records the message of the appellant on the disk and that it plays to the agent when it is available. But if another caller left the message that the new replaces the old. How to set the variable in order to overcome this problem?

  THX

  There are referential holiday Cisco Script script, which will show you how to read the current date to convert to string.

  Wei

• IPCC Express 3.5 licenses

  IPCC Express 3.5 Enhanced version includes the reocording and control of license. or should it be ordered to seperetly? I belive it comes with Enhanced and Premium, but I assure you.

  Chris

  To answer your question, Yes.

  Tons of good info and presentations here if you want as well:

  http://Tools.Cisco.com/CMN/JSP/index.jsp?id=30526

  Andy dignan - berbee

• Codec on IPCC Express problem

  Hi Pros,

  I have an improved Setup IPCC Express 4.0. Now, I had chosen G.711 as codec for IVR prompts during the CRS installation. Is there a way I can change the type of codec G.729 without reinstalling CRS. And also, can I use transcoding services if my correspondent uses G.729 & IPCC Express uses G.711 as IVR calls.

  Kind regards

  Pratik

  You'll need to re - run the installer to change to G.729.

  Yes, you can use the transcoders for transcoding between codecs.

  The rate of post useful!

  Chris

• Third of the reporting tools for IPCC Express?

  Someone has some good suggestions for reporting for IPCC Express tools with tool included historical reports? I need to provide more robust outbound reports, and most of the historical relationship is centered on incoming calls. So I was wondering if there are some 3rd part there tools that offer better reporting box. We could develop our own with the Crystal, but I'm looking for something more 'out of the box. Thank you!

  Hey Jon,

  This seems to be a very common question on this Forum.The only thread I could find which does not reference Crystal Reports has been that of December last year that speaks of a product of prognosis.

  http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dda04fd/0#selected_message

  I do not use this product, but thought this might help you in your search. Perhaps could you follow up with Wei and see where it leads you.

  Take care!

  SoC

• IPCC Express 4.0 (4) SR01 installation problem

  Hello

  I tried to install the SR01 for 4.0 (4) IPCC Express using BARS, and in the fourth step of the Restore Wizard, when I run the tool to update CRS, a popup asks me to locate the patch file. Once I located the SR .tar file, an error message prompts the system fails to copy the contents of the .tar file.

  The BAR is installed in the same machine that CRS, is the cause of this problem?

  Make sure that there are no spaces in the path to your directory i.e. c:\patch update. Make the path to the c:\patchupdate square.

  There are NO spaces in the path.

• IPCC express 3.5 ensures cold

  I am planing to create a coldstandy by hard drive RAID mirroring IPCC express server, do I need another copy of the license for her file? Thank you

  With IPCC Express 3.5, the standby server cold is an exact copy of the IPCC Express primary server. Therefore, you will need to make a copy of the license file and load on the backup server during the installation. Because you create the good image miroring RAID. A copy of the license file will be automatically copied to.

  As the standby server cold is an exact copy of the primary, including the IP address, only the primary or standby mode can be active on the network at any time.

  I enclose a link to the design of IPCC Express 3.5 guide. Please refer to the call of the "Design for high availability Considerations" section. Page 34 describes exactly what it takes to configure the standby server cold.

  http://www.Cisco.com/application/PDF/en/us/guest/products/ps1846/C1028/cdccont_0900aecd800f351c.PDF

• CCM4.1 (2) sr1 with IPCC 3.5 Expr.Co-Res and IPCC Express 3.5

  Hallo,

  I installed sr1 CCM 4.1 (2) IPCC expr. 3.5 Res Co.

  Now I will connect Express.com (MCS7825) of the IPCC.

  Is it possible to run

  IPCC Express 3.5 Res Co and

  IPCC Express 3.5 (MCS7825)

  at the same time?

  Thanks in advance

  Concerning

  Hello

  You want to point living CRS and Standalone CRS on the same Cisco CallManager? If so, yes you certainly can point several CRS to CCM. But, you need a different configuration for each CRS Server profile. Profile repository can be shared between the two CRS servers.

  Concerning

  Yogi

• IPCC Express Office supervisor cannot connect you

  I install IPCC Express (Enhanced) 3.5 with CCM 4.1.

  I configured 3 users like angets. All of these users can connect to the agent's office.

  I set up one of these users as a supervisor help administrator as well as management of CRS users.

  But this user still can't connect to the supervisor. I get the message 'invalid password'.

  But understanding mu, is that if the password is wrong, it can not even connect as an agent?

  Any idea what went wrong?

  Hello

  For the contractor, regardless of its pw in callmanager, her initial supervisor login pw is identical to its connection. For example, if its login is nkariyawasam, even if your pw in CM is 12345, you will need to connect with the nkariyawasam username and the same password during your first login.

  Hope this helps,

  Jim

• Unable to preform IPCC Express configuration

  Does anyone know how to fix... After installing IPCC Express 3.5 2 - restart the server and the connection to perform the initial configuration - Web appadmin page gives the following error:

  You are not authorized to view this page

  You don't have permission to view this directory or page using the credentials you supplied.

  -----------------------------------------------------

  Please, try the following:

  Click the Refresh button to try again with different credentials.

  If you think you should be able to view this directory or page, please contact the Web site administrator by using the phone number or email address on the homepage of ipcc1.

  HTTP 401.1 - Unauthorized: the connection failed

  Internet Information Services

  I saw another post for this mistake, but not answers.

  It was a new installation, not an upgrade.

  Thank you!

  Hello

  I've seen this a few times... If you check your application/system/security event logs (I think, it's been a while) you will see a recorded error when you access the page.

  He referred to an account of user like IUSR_Guest or something like that.

  This account will be a member of the "Guests" local group (in local computer / management of users and groups) that if you look in your local security policy is denied certain rights to logon.

  If you delete the account in question of "Guest" and reboot it will begin to work...

  Aaron

• IPCC express, change the format of the historical report

  IPCC express 3.5 2.

  How can I change the format of the historical report such as the name of the title via crystal report that is available in the "Reporting"?

  Another question is how to generate the report which is available in the directory "model of report? Need to copy the files to a specific selectable directoty in the report tool?

  Thanks in advance,

  All reports are Crystal reports format, so open Crystal report templates and change the title as you want. All report templates are under historic cisco reports > report templates folder.

  You must add the new report in the report with .xml catalog file.

  Wei

• 4.0(5a) IPCC Express Services crash

  Hello

  After a stop and start of the IPCC Express servers (master/slave) 4.0(5a) 2, I found 2 red crosses on the enterprise desktop service and chat services to call in the web Center page coontrol master server indicating that services crashed. In the Services Menu, these 2 services are not started, I started the manually but nothing happens. I restart the engine then the server and nothing happens.

  Could someone help me?

  Here's how to start services in the CRS:

  http://www.Cisco.com/warp/public/78/ControlCenter.PDF

  I had similar problem and fixed in this way

• What are the permissions to the supervisors in the IPCC Express?

  What are the permissions supervisors have in IPCC Express? The client wants to know if we can set permissions for supervisors as a Multi level admin for the call manager.

  Hi Chuck,

  Adding a user as a supervisor by the IPCC allows them a login to the http:///appsupervisor page. As far as I know, you cannot restrict access more far. If you make reference to what the agents/csqs they may see, then you can divide them into teams and only associate the supervisor access to the specific group of officers/csqs. Moreover, I think that we work for the same company, do not hesitate to these question directly. Nice to see you here on the forums.

  -Chuck L.

• IPCC Express reports list canned

  I have a client who is considering the IPCC Express, and he would like to see a complete list of 100 canned reports that are provided with the product. Can someone point me to this list?

  Thank you!

  Josh

  Hello

  Take a look at this link:

  http://www.Cisco.com/en/us/products/SW/custcosw/ps1846/products_programming_reference_guides_list.html

  Choose according to your IPCC Express version, 'Cisco CRS, historical report administrator and Developer's Guide' which is.

  Hope this helps,

  Juan Luis

• IPCC Express, option for the appellants out of the queue and leave a message.

  We are running 4.0 (5) IPCC Express improved. I need to configure our current ICD script so that when the appellants are held in the queue, they can press 0, out of the queue and leave a voice message. The ICD script we use is an exact copy of the script icd.aef by default on the system, it has just been copied and renamed. My question is, what are the steps I need to use the script to enable this feature?

  Two options. Option 1: Use the IPCC completely to save messages and manage messages as you seem to did so. Option 2: Transfer the caller to your voicemail number pilot and use your voice mail system to record the message.

  Steps to Option 1:

  1 early on in the script, use the step to read the Contact information call to capture the called number and save it as a variable.

  2. use the step to get a string to allow the caller to press 0 to leave a message. On the Filter tab, allow only the key 0 be hurry.

  3. in the leg successful step to get a string of digits, add the following steps.

  a. contact Dequeue step.

  b. reading quick step that contains a prompt that asks the caller to record a message after the tone.

  c. step recording, which records the message saved in a Variable of type "Invite".

  d. use the Terminate step to end communication with the appellant (you can add a quick step before that game if you want to tell the caller that the message has been saved).

  e. at this point, you can either use writing document step to record voice messages in a folder on the server of the IPCC, or you can use a series of other steps to place a call to the queue and play the message the following agent that meets, or you can attach it to an email and send it it make the address email of your choice (or a combination).

  I have this HUGE warning. I had several problems with what I've been able to overcome, but it requires a bit of diligence.

  -L' registration step requires a termination character (# or *). If the caller hangs just straight up, the script returns an exception and drop dead. You can manage the 'contactinactiveexception' using a step on the Exception and have it go to a label that you can put it as the first step under the leg successful registration step. In this way, if the user hangs up, the script handles the exception by going directly to the successful step. You can clear the exception just after that.

  -You will also want to handle this exception before Terminate step. If the caller hangs up and you try to put an end to this contact when he is no longer active, the script will always die, and the remaining steps will not run.

  We use the option to place a call in the queue. In itself, this requires a lot of thinking to make sure that the script is not die when an exception occurs. I ended up putting some exceptions in place where if there is a problem and that the recorded message never makes it to an agent, a log file is stored on the server as well as messages stored in a .wav file. Then, an email is sent to the contractor with these attachments also.

  Thus, it is as effective as make you it. Try to keep things simple at first, and then build on that to improve the experience of the appellants.

  Steps for Option 2:

  1. use the step to get a string to allow the caller to press 0 to leave a message. On the Filter tab, allow only the key 0 be hurry.

  2. in the leg successful step to get a string of digits, add the following steps.

  a. contact Dequeue step.

  b. call no redirection to the number voicemail pilot.

  I have not used this option, so I can't say with certainty how Callmanager will handle this call. The voicemail system will need to see the call as transmitted from a number that has a voice mail on the system account. If this does not work, you can use a dummy CTI Port with a fake extension that is configured to transfer to voicemail, then the voicemail box must be associated with the wrong extension. If you use Cisco Unity, you will also be able to use a routing rule to force the IPCC calls to a particular mailbox. Call the Viewer from the unity tools depot allows you to see the way in which the appeal is made to the unit.

  I hope that helps you and that it is not too verbose.